"Badly managed a & e department"

About: Hull Royal Infirmary

Brought mother in myself.She went one way I was told to wait on a chair.Over an hour later she was pushed through on a trolley. I followed and was told to book her in at reception. Doctor examination, X Rays and blood tests followed in good time, then left to wait in a line through the work area with at least 10 other patients and relatives all being constantly moved aside to allow other trolleys and medical equipment through. Why line people up to obstruct an obvious throughway? It was like a cattle market, no dignity, no respect, a very upsetting experience. Everyone staring at everyone else. Laying on a trolley for 5.1/2 hours is not good for anyone's circulation surely. We were not spoken to again until 4.1/2 hours later when I questioned if we had been forgotten. Nurse checked and said we had only been waiting for 3.1/2 hours not 4.1/2 hours. That was because they didnt check her in until over an hour after we arrived. In the 5 .1/2 hours we were in there she was not offered a drink, something to eat, or would she like to use the toilet. Nor any oxygen and that was why the GP had sent her in! Her last drink was 4 hours before she arrived, so she didn't get a drink until she was on a ward, which was 6 hours after she arrived and 10 hours since her last drink at home. As inconvenient as it is, patients have to eat, drink and go to the toilet.

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and we will ensure that the staff concerned are made aware. The Emergency Department is currently undergoing a considerable refurbishment programme and I apologise that your experience during this time has not been what we aim to achieve. However, I hope that you mother is now improving and wish her a speedy recovery. If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk . If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Advice and Liaison Service (PALS) Hull and East Yorkshire Hospitals NHS Trust.

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